Lehighs Telemarketing Program Automated Phonathon System: Campus Call From Ruffalo CODY Presented By Jerry Lennon November

General Announcements: Please turn off all cell phones/pagers* If you must leave the session early, please do so as discreetly as possible Please avoid side conversations during the session Questions will be answered at the end of the session Thank you for your cooperation *Dear Attendees, For this infraction you will be fined $10. Payable to the presenter immediately. All fines will be doubled for repeat offender. Thank you

Lehighs Calling Programs Telemarketing history Rationale for calling program Organizational context Challenges from the past, present and future

Why is a calling program so important? Small gifts add up quickly Number of contacts Positive rapport Each caller takes their own unique approach Personal contact Valuable work experience Feedback from alumni

Organizational Context Changes in the organization – Leadership – Staff Types of initiatives – Membership drives, campaigns, scholarships, buildings New technology – Hardware/Software

Past, Current And Future Challenges Doing more with less Increase in complexity Changes in technology Better reports Greater volume of data Going paperless

Motivation 38% Decrease in dollars raised from 2003 to 2006 $0 $200,000 $400,000 $600,000 $800,000 $1,000,000 $1,200, Dollars Raised

Motivation 48% Decrease in pledges from 2003 to Pledges

Best Guess Longer duration of pledges Increase number of gifts instead of pledges Economic downward turn Reduced matching gifts Do not calls to honor or not

Challenges Relocation of calling center Data Sheets Manual dialing Handwritten notations Reinvigoration of the LINERS brand Better report monitoring

Selection Process Background research – Peer institutions – Best practices – Examples Select vendor pool – Ruffalo Cody – SunGard/ BSR – Dial Vision Final decision – Ruffalo Cody

Benefits Increased efficiency Reduced errors Less paperwork Increased quality Savings in time and resources

Verify Information RC Data pump The How Banner Data Base RC Data pump Extract Data Populate Segment Ids RC Holding Table RC Campus Call Make Calls Record Pledges Record Payments Data Changes Will Considers Record Comments Banner Data Base RC Reports Control Reports Accept Pledges Lehigh Reports

Reports Before Push to Campus Call Major by projects Spring, fall, summer, others Minor by segments Class Reunion LYBUNT SYBUNT Never givers Affiliation College

SUPERVISORSDAYDATEEVENT/SEGMENTROOMTIMECODE ALLWed5-SepCaller Orientation/TrainingAdmissions Rotunda4:30 to 6:00 P.M. ALLThur6-SepCaller Orientation/TrainingAdmissions Rotunda4:30 to 6:00 P.M. Alice & JessicaSun9-SepNONREUN40-07LBTS<250LF Observatory5:45 to 9:00 P.M.FP108 Ciara & JessicaMon10-SepNONREUN40-07LBTS<250LF Observatory5:45 to 9:00 P.M.FP108 Alice & CiaraTues11-SepNONREUN40-07LBTS<250LF Observatory5:45 to 9:00 P.M.FP108 Wed12-SepNO LINERS - Rosh Hashanna Thur13-SepNO LINERS - Rosh Hashanna Alice & CiaraSun16-SepCRNTREUN63-78LF Observatory5:45 to 9:00 P.M.FP103 Alice & JessicaMon17-SepCRNTREUN63-78LF Observatory5:45 to 9:00 P.M.FP103 Alice & CiaraTues18-SepCRNTREUN63-78LF Observatory5:45 to 9:00 P.M.FP103 Ciara & JessicaWed19-SepCRNTREUN63-78LF Observatory5:45 to 9:00 P.M.FP103 Ciara & JessicaThur20-SepCRNTREUN63-78LF Observatory5:45 to 9:00 P.M.FP103 Alice & CiaraSun23-SepCRNTREUN83-03NOMDCLF Observatory5:45 to 9:00 P.M.FP101 Alice & JessicaMon24-SepCRNTREUN83-03NOMDCLF Observatory5:45 to 9:00 P.M.FP101 Alice & CiaraTues25-SepCRNTREUN83-03NOMDCLF Observatory5:45 to 9:00 P.M.FP101 Ciara & JessicaWed26-SepCRNTREUN83-03NOMDCLF Observatory5:45 to 9:00 P.M.FP101 Alice & JessicaThur27-SepCRNTREUN83-03NOMDCLF Observatory5:45 to 9:00 P.M.FP101 Ciara & JessicaSun30-SepCRNTREUN83-03MDCLF Observatory5:45 to 9:00 P.M.FP102 Alice & JessicaMon1-OctCRNTREUN83-03MDCLF Observatory5:45 to 9:00 P.M.FP102 Alice & CiaraTues2-OctCRNTREUN83-03MDCLF Observatory5:45 to 9:00 P.M.FP102 PROJECT : Fall 2008 Phonathon

Holding Tables AW_data_sheet List of (pidms, with segment) which is extracted from Banner AWTRCPB Prospect base AWTRCSB Spouse base AWTRCPG Prospect giving history AWTRCSG Spouse giving history AWTRCPE Prospect employer AWTRCSE Spouse employer AWTRCPD Prospect education AWTRCSD Spouse education AWTRCPA Prospect affiliation AWTRCSA Spouse affiliation AWTRCCP Child parent

Daily Reports From Campus Call Calling pool reports – Bad area code – Employee calling master – Calling pool stats Daily reports – Call result listing – Change demographics – All comments – Pledge – Payment Historic reports – Employee – Segment – Supervisor Other reports – Data base updates Batch job processing – All comments – Pledge – Change demographics – Credit card – Historic employee – Result summary by day – Result summary by employee – Letters--- will consider

Campus Call Reports

Reports After Nightly Calling Summary Counts – Calls – Pledges …must match Campus Call (CC ) – Changes – Will considers …must match CC Detail Reports – Pledges …must match CC – Demographic changes – Comments – Will Consider letters …must match CC – Acknowledgements and letters …must match CC

Is it Working? Dollars: $643,946 Pledges: 4000 Contact rate: 83.9% Attempts: 49,275 Contacts per hour: Avg. 190 attempts per night

Lehigh Fund, Ruffalo CODY, and the Future Pledge confirmation letters – Completed Feb 2007 Will Consider letters – Completed May 2007 Smarter segmentation – Ongoing Adjust calling hours – Under consideration Beyond automation - pledge letters process – Under review Decrease calling time to increase number of calls – Underway Assigning specific callers to specific segments – Underway Other uses besides telemarketing – Alumni events - L in LIFE – Thankathons – Freshmen sendoff Do Not Calls – Under consideration

Introducing the Lehigh Liners!

THANK YOU … Matt Campbell Jerry Lennon Jean Nonnemaker John Varady John Norton Loretta Deutsch Brooke Schiavone Kathy Haas Heidi Casciano Robin Flemming Erin Moyer Roy Gruver Susan Donchez Patricia Chase Grace Kelleher Lisa Hersh Barret Katuna Bonnie Mesler Diefenderfer Company Mazziotta Company LaVerne Williams Karen Knisely Bonnie Devlin Laura Klucharich Wayne Mery Manny Pena Steve Roseman Sara Rodgers Keith Erekson Renee Pecuch Dot Ouellette Debbie Henritzy Tom Smull Patricia Reich Darlene Cressman-Kowtko Jacob Campbell Janet Schadler Monica Weber Christine Dwyer-Reading Sue Donchez Trisha OConnor

Open to the Floor Questions Comments Contact Information Gerald A. Lennon (Jerry) Senior Project Specialist Enterprise Systems Implementation Christmas Saucon Hall East Packer Avenue Bethlehem, Pa Phone Fax Matt D. Campbell Associate Director, Lehigh Fund Lehigh University 27 Memorial Drive West Bethlehem, PA Phone: Fax: Tricia OConnor Associate Director, Lehigh Fund Lehigh University 27 Memorial Drive West Bethlehem, PA Phone: Fax: John S. Varady 65 Director, Lehigh Fund Lehigh University 27 Memorial Drive West Bethlehem, PA Phone: Fax:

Open to the Floor Here are some basic numbers.... Sendoffs - 19% increase in YA attendance between 2007 & , events. L-in-Life Dinner club New York, dues - 60% increase in YA attendance between 2007 & 2006 Fall Phonathon 2008 as of 14-Nov-07 Last year +/- TOTAL PLEDGES: 4, Specified Pledges: 3,198 Unspecified Pledges: 1,300 Credit Card Amount: $82,978 (18.51%) 20, ,978 Number Matching: 275 Matching Amount: $89, Average Amount: $ Total Amount: $796,806 Average Amount: $ ,000 +$165,806